Dynamics of Communication and Customer Service Essay Example

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When the client's cat, Ass cat, had to be euthanized, she exhibited strong emotions, crying and blaming herself. She expressed regret for not being home earlier to potentially save the cat's life. Additionally, she repeatedly apologized for her emotional display. However, by assuring her that her feelings were valid and that her actions might not have changed the outcome, we conveyed understanding and empathy. Communication can be influenced by various factors, including culture, which impacts our communication style.

According to Allan and Barbara Pease (2004), Iceman conducted research on individuals from various cultures to determine their ability to perceive facial expressions. During the study, Iceman presented photographs of people displaying different emotions (such as anger, sadness, happiness, disgust, and surprise) to participants from different cultural backgrounds. The results showed that, overall, most cultures were able to accurately identify each emotion. However, Japanese participants tended to mistake fear for surprise. Samovar et al. (2010) state that intercultural communication involves the interaction between individuals with different cultural perceptions, which can significantly impact a communication event.

Non-verbal communication plays a crucial role in intercultural interactions as individuals from different cultures express themselves differently. According to Gordon et al. (2006), several studies have highlighted cultural variations among Japanese, Finnish, and American individuals. These differences can be observed in terms of facial expressions, gestures, and the use of space in social situations (proteomics). Specifically, Japanese subjects exhibit limited facial expressions, reduced eye contact, and increased use of gestures compared to Finnish and American subjects. Another cultural aspect to be taken into account is the bond between humans and animals (HAS).

Blazing et al. (2011) examine the variations in pet ownership

and the role of animals in society among clients from different cultural backgrounds. The Health and Animal Partnership (HAP) is a reciprocal relationship between animals and humans, influenced by behaviors that are crucial for the well-being of both parties (Gray and Movement 2010). In exchange for providing animals with food, shelter, companionship, and veterinary care, pet owners expect emotional and social fulfillment. However, the perceived benefits of the HAP should outweigh its associated costs (Mills 2010). Cultural or religious beliefs may lead pet owners to decide against neutering their pets.

Blood transfusions and euthanasia can be affected by different cultural beliefs. In the case of Client A, her cat's euthanasia may not have been possible because it was her decision, not the veterinary practice's. Communication breakdown due to cultural beliefs can impact a pet's care. If a pet becomes sick and the owner cannot afford the retirement costs, it may force them into a difficult situation where they have to euthanize the pet because the expenses exceed their means. This scenario is commonly observed in practice.

Differences in nationality can cause communication problems, especially when it comes to understanding foreign accents. This can occur with both clients and staff members from different countries. When working with a new client, it is crucial that they feel comfortable with the veterinary team, and effective communication plays a key role in achieving this. Both Client A and Client B had difficulty communicating with Walt, resulting in the loss of important information and ultimately leading to issues in the animals' care.

When communicating with clients, it is essential to avoid using excessive clinical jargon so that they can understand

the conditions and treatments for their pets. It is also important to have a positive approach and not make assumptions based on age when interacting with older or younger clients. According to Harrier (2006), simplification strategies in communication may have negative consequences when dealing with elderly individuals.

Adjusting the speed, language complexity, and loudness of speech may be seen as demeaning and undermining. If a customer has hearing difficulties, they will probably inform you so that you can modify your speech volume accordingly. When communicating with a visually impaired client, it is important to directly face them and speak directly to them to ensure they know you are present and addressing them. If there is excessive background noise, it would be appropriate to guide them to a consultation room where they can hear your instructions clearly without any interruptions.

When interacting with clients over the telephone, effective communication is essential as it serves as the initial point of contact. The absence of non-verbal communication makes the use of paralinguistic elements crucial. Paralinguistics includes pitch, tone, speed, volume, accent, and pauses (Harrier 2006). Staff members need to convey a welcoming and helpful attitude while demonstrating knowledge when speaking to new clients over the phone. Additionally, gathering relevant information about their pet is necessary to maintain an up-to-date database.

During the conversation with Client B, we demonstrated a good understanding of their lesser-known dog breed by providing comprehensive answers to their questions. Client B had previously contacted multiple veterinarians to inquire about prices and other details. Our practice stood out as the most welcoming and knowledgeable one, which is why they decided to return to us. Promptly

answering phone calls is crucial as clients may opt for another practice if their call goes unanswered. Similarly, minimizing the use of putting clients on hold is essential, and they should be asked if they are comfortable waiting.

Discussing communication in veterinary surgery, it is essential to consider the relationship between staff members. Inadequate communication among professionals in this field puts animal safety at risk for several reasons: misunderstanding or lack of vital information, unclear telephone instructions, and ignoring changes in an animal's condition. Furthermore, this can lead to negative emotions and strained relationships among colleagues, further complicating communication. Hence, all team members must comprehend their respective roles within the team.

If a student staff member fails to submit the necessary paperwork for an animal's treatment, we need to determine if they have been informed that it is their duty to complete notes after a routine operation. This will enable us to give the owner a more thorough report. Additionally, the team should be aware of each member's limitations and expertise in order to prevent mistakes. Good communication lessens the chances of errors and ensures the patient's safety. The veterinary practice depends on its clients, making it essential to fulfill their requirements.

According to Ackerman and Lowell (2006), one way to identify clients' needs and ensure client retention is through the concept of the value chain. The value chain consists of eight points, including identifying client needs, identifying the market, creating the service, introducing the service, promoting the service, delivering the service, satisfying customer needs, and providing post-service care. By following each step in the chain, clients' needs can be effectively met. Asking clients

directly through a questionnaire while they are in the waiting room is a convenient method to identify their needs.

In order to build trust and confidence in the practice staff, it is crucial to prepare for good customer service. This includes maintaining a smart appearance and professional image. It is also important for the practice itself to have a presentable appearance. Interacting with clients politely and respectfully is essential, using courteous language such as 'please' and 'thank you'. Apologizing for any delays can greatly influence how clients perceive the service provided (Evensong 2012).

It is important to give clients important information when communicating with them. If the veterinary clinic is busy and no staff member has informed clients about any delays in the vet's schedule, this can cause inconvenience and frustration for the clients. This may result in confrontations between clients and staff members. For example, a situation occurred when a new client (Client C) arrived on time for an appointment but was not notified about the vet's delay. Consequently, after waiting for twenty minutes, she became agitated and confrontational towards the nurse who was covering at the reception desk.

The nurse apologized and promised to speak with the vet about scheduling an appointment for the client. Nevertheless, feeling dissatisfied, the client decided to leave. Later on, she called to express her disappointment with the customer service and declared that she would not return to the practice. To prevent this situation from occurring, the nurse could have informed her about an unforeseen emergency causing delays and inquired whether she would prefer to wait or reschedule the appointment.

Although we strive to offer excellent customer service,

complaints are bound to occur. The way in which these complaints are addressed plays a crucial role in client retention. According to the Veterinary Defense Society (2003), it is essential to remain calm when handling a complaint. To address the issue, escort the client to a private, seated area or transfer their call to a quiet location. Additionally, express gratitude for bringing the matter to our attention. Listening attentively can sometimes be sufficient in resolving the complaint.

Demonstrate empathy by showing that you care about the client. Take notes and ensure that the client agrees with what you have written. Summarize the conversation to confirm understanding and avoid any misunderstandings. By fulfilling these points, you can show the client that you are taking their complaint seriously. In conclusion, effective communication is crucial in all aspects of a veterinary practice, including non-verbal communication and the content of our statements. Additionally, considering the emotional state of clients is also important in effective communication.

The practice has identified that various factors can impact customer service and the number of complaints received. Ensuring that clients are listened to and given the necessary information can help retain them. One improvement area identified through this assignment is asking clients about their specific needs from the practice. To address this, a questionnaire covering areas such as billing, service improvements, stock, appointment structure (punctuality), and information conveyance can improve client retention and resolve issues mentioned by Client C.